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At our core, The True Gem is a team of fine jewelry lovers. Every piece we design is done with a dedication to creating heirlooms to last you a lifetime, and beyond. We take immense pride in creating beautiful, meticulously engineered jewelry so you never have to compromise on the aesthetics or the structural integrity of your piece.
There are two types of coverage we offer for your peace-of-mind when it comes to caring for your most precious jewelry. Our Lifetime Craftsmanship Guarantee is included free of charge with every True Gem purchase. The TrueGem Lifestyle Care Plan is a comprehensive plan available for purchase to protect against accidental damage for when life happens. The plan offers additional safeguarding for your jewelry beyond craftsmanship defects.
Every piece of True Gem jewelry is covered by our Lifetime Craftsmanship Guarantee, which covers any craftsmanship defects. With the right care, your True Gem piece is intended to be worn every day and last a lifetime. Our Lifetime Craftsmanship Guarantee also covers optional free annual inspections, maintenance, and cleaning for the lifetime of your piece to ensure your jewelry can be enjoyed even by future generations. Return ground shipping is also included once yearly, with the option to purchase expedited overnight shipping. Have a question about our TrueGem Lifetime Craftsmanship Guarantee? We invite you to check out our FAQs at the bottom of this page or reach out to our team!
For those jewelry lovers who seek even more comprehensive coverage, we offer the TrueGem Lifestyle Care Plan. When you love and wear your jewelry as much as we do, life happens. Our Lifestyle Care Plan offers exceptional value and peace of mind with the assurance that repairs and replacements will be performed by a trusted True Gem jeweler.
While fine jewelry is not designed to be worn in every situation, we know that life happens and oftentimes removing your ring on the go is as much of a risk as wearing it. And yet, it seems that most fine jewelry brands have cleverly defined “normal wear and tear” as a just-out-of-reach standard that isn’t conducive to daily life (and the occasional mishaps that life can bring.) We wanted to introduce an entirely different approach; a plan that gives you the confidence to wear your jewelry every day and the confidence to know it will be protected if an accident should happen.
This deductible plan covers repair and replacement services up to the total purchase price of your piece in the event of accidental damage. It is valid for the lifetime of your piece or until the cost of the repairs has reached the total purchase price of the piece itself. The purchase price does not include any shipping, taxes, or fees. If the repair value of your ring has been reached, you have the option to purchase another plan to restore your coverage. Lifestyle Care Plans are priced based on the cost of your piece at the time of purchase.
Have a question about our TrueGem Lifestyle Care Plan? We invite you to check out our FAQs at the bottom of this page or reach out to our team!
Here's an example of how we’ll take care of you when you purchase a Lifestyle Care Plan at the cost of $200 for an engagement ring purchased for $2,000:
Katie’s partner gifted her a $2,000 engagement ring and, uh oh, after a few years of wear she has noticed a side stone fell out! Not to worry–when purchasing this ring, a care plan was added for an additional $200. Katie has shipped her ring in and will have her side stone (valued at $500) replaced, which is covered entirely by her care plan purchase. She receives her ring back with a sparkling new stone and $1,500 worth of services left on her Lifestyle Care Plan in the event that she needs any future repairs. Thank goodness, because Katie wants to wear this ring for a lifetime!
Neither the Lifetime Craftsmanship Guarantee or TrueGem Lifestyle Care Plan covers entire loss, theft, or mysterious disappearance. In these instances, you will need insurance through any third-party organization which offers this coverage. Many clients opt to get their jewelry insured through their homeowner’s or renters’ insurance policies to cover the loss of their jewelry. These policies’ coverages vary depending on variables discussed at the time of your enrollment with your insurer. Before going the route of insuring your jewelry through homeowners’ or renters’ policies we encourage you to talk with your agent to validate what is or isn’t covered.
We recommend Jeweler’s Mutual Insurance as a provider for replacement coverage on all your jewelry. We have worked with Jeweler’s Mutual Insurance for many years and have been satisfied with their claims & replacement process. You can get a live quote for your annual premium directly from their website.
We want you to choose whichever plan works best for you and your lifestyle.
How much does it cost to ship my ring to and from The True Gem?
Two day ground return shipping to you is complimentary with the purchase of any TrueGem piece once annually if you choose to send your ring in for yearly inspection and maintenance. If you would like to purchase expedited overnight shipping, we are happy to provide that.
When shipping your piece to our showroom, we are happy to offer the following shipping options:
I’ve noticed my TrueGem piece has damage and I did not purchase a TrueGem Lifestyle Care plan. Where do I start?
Every piece of jewelry purchased from The True Gem is covered by our Lifetime Craftsmanship Guarantee. In the event that you notice damage on your piece, you will begin by filling out a repair form and purchasing a shipping label to send your piece to our showroom. Once it arrives, your jewelry will be inspected by a True Gem professional to assess the cause and the extent of the damage. Our team will evaluate what care your piece needs and will use our fair and professional discretion to determine whether the damage is due to craftsmanship. At that time, our Client Care team will work with you directly to discuss your options and any repair pricing, if needed, with you for approval before any work commences.
How do I know if a repair is due to a craftsmanship defect?
If you suspect your True Gem piece requires a repair due to a craftsmanship defect, you may ship your piece to our showroom for inspection. Our talented team of jewelry experts will use their thoughtful discretion after thoroughly inspecting your piece for signs of damages and their origin. If the repair is determined to be a craftsmanship defect, the repair will be completed at no charge and your shipping expense will be refunded. Ground return shipping, excluding any applicable duties/customs fees, will be covered by The True Gem, along with the option of purchasing expedited shipping.
In the event the repair is determined notto be a craftsmanship defect, our team will submit the repair amount for approval before any work is completed. Ground return shipping, excluding any applicable duties/customs fees, will be covered by The True Gem, along with the option of purchasing expedited shipping. To send in your item for inspection, please fill out our intake form to begin the process.
How do I feel confident that damage to my ring will not be considered negligence?
We understand that fine jewelry is a sentimental and important investment. Great care goes into accompanying you on the journey to select, design, and create your special piece. We strive to honor that relationship by understanding what jewelry is designed to do: be worn. Because fine jewelry is not indestructible, wearing your fine jewelry daily can cause damage over time. However, it is deeply important to us that we make it clear that wearing your jewelry is not negligent, it is encouraged.
We define negligence as failing to repair existing damage that results in further harm or damage to the piece. Our designs are not indestructible, so in the event repairs are needed, it is the responsibility of the client to take proper care and action to ensure the piece is restored and ready for daily wear again. Failure to do so will result in the possibility of the Lifestyle Care Plan becoming null and void.
What is NOT included in the True Gem Lifestyle Care Plan?
What happens if I use up all the deductible value in my Lifestyle Care Plan?
Once your Lifestyle Care Plan has been used in its entirety (the balance of your plan value reaches $0 through the use of standard maintenance, repair services, or a one-time major service) a new care plan can be purchased to restore coverage. The cost of a new plan is based on the original purchase price of your item.
I’ve had my ring or jewelry for a while. Can I still purchase a Lifestyle Care Plan?
Yes, you can! All jewelry needs to be in like-new condition before a plan can be purchased. In the event you wish to add a Lifestyle Care Plan to a previously purchased piece, the item must be inspected by a True Gem professional and have any repairs completed at the client’s expense before a plan can be issued. Contact the design team so we can help you get started.
What is considered a ‘Major Service’ under the Lifestyle Care Plan?
A major service refers to a repair that requires either a remake of the entire piece or the replacement of a center stone. The necessity of a Major Service will be up to the discretion of our talented team of True Gem jewelers. To be eligible and qualify for a one-time Major Service your deductible balance must be greater than 60% of the starting balance of your plan. If the balance is lower than 60% there may be additional charges based on the cost of your repairs. In this event, a team member will reach out to discuss available options.
With the intention of transparency, we have some legal requirements that we must share regarding our Lifetime Craftsmanship Guarantee and our TrueGem Lifestyle Care Plan.
The True Gem Company is headquartered in Dallas, Texas, meaning that is the issuing area of our Craftsmanship Guarantee and Care Plan.
OUR TRUE GEM LIFESTYLE CARE PLAN IS ENTERED INTO IN, IS INTENDED TO BE PERFORMED IN, AND SHALL BE GOVERNED BY AND CONSTRUED IN ACCORDANCE WITH THE LAWS OF THE STATE OF TEXAS, WITHOUT GIVING EFFECT TO THE CONFLICT OR CHOICE OF LAWS RULES THEREOF OR OF ANY STATE. VENUE FOR THE PURPOSES OF ENFORCING ANY PROVISIONS OF THIS CARE PLAN SHALL BE IN DALLAS COUNTY, TEXAS.
We do not offer any additional warranty services outside of what is listed on this page.
EXCEPT FOR THE WARRANTY SET FORTH ABOVE, TTG MAKES NO WARRANTY WHATSOEVER WITH RESPECT TO THE PURCHASED PRODUCT, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE, OR OTHERWISE.
All claims, actions, or proceedings arising out of or based upon this Care Plan shall be settled exclusively in binding arbitration.
All claims, actions or proceedings arising out of or based upon this Care Plan shall be settled exclusively by binding arbitration. Arbitration shall be held in Dallas, Texas, under the auspices of JAMS pursuant to the Comprehensive Arbitration Rules and Procedures of JAMS, and shall be by one arbitrator, independent of the parties, selected from a list provided by JAMS in accordance with such Comprehensive Arbitration Rules and Procedures. The arbitration hearings shall be confidential. To the maximum extent permitted by law, the decision of the arbitrator shall be final and binding and not be subject to appeal. If a party against whom the arbitrator renders an award fails to abide by such award, the other party may seek to enforce such award in a court of competent jurisdiction.
Have any questions regarding our Lifetime Craftsmanship Guarantee or TrueGem Lifestyle Care Plan? Reach out to our Client Care team atclientcare@thetruegem.com.
